PENGARUH KUALITAS LAYANAN CSO DAN CITRA PERUSAHAAN TERHADAP LOYALITAS YANG DI MEDIASI OLEH KEPUASAN (Studi Pada Customer Services PT. Bank Central Asia cabang Kramatjati)

SOFWALINA, SOFIA (2019) PENGARUH KUALITAS LAYANAN CSO DAN CITRA PERUSAHAAN TERHADAP LOYALITAS YANG DI MEDIASI OLEH KEPUASAN (Studi Pada Customer Services PT. Bank Central Asia cabang Kramatjati). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta.

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Abstract

ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan CSO dan citra perusahaan terhadap loyalitas dengan kepuasan sebagai variabel intervening pada PT. Bank Central Asia cabang Kramatjati. Metoda penelitian yang digunakan adalah metoda survei, dengan menggunakan kuesioner sebagai alat pengumpulan datanya. Populasi sasaran dalam penelitian adalah nasabah PT. Bank Central Asia cabang Kramatjati, jumlah sampel yang digunakan dalam penelitian ini sebanyak 100 responden dengan rumus Slovin. Alat analisis yang digunakan adalah SPSS. Berdasarkan hasil dan pembahasan menunjukkan 1. terdapat pengaruh langsung yang signifikan kualitas layanan CSO terhadap kepuasan nasabah, 2.terdapat pengaruh langsung yang signifikan citra perusahaan terhadap kepuasan nasabah, 3. terdapat pengaruh langsung yang signifikan kualitas layanan CSO terhadap loyalitas nasabah, 4. terdapat pengaruh langsung yang signifikan citra perusahaan terhadap loyalitas, 5. terdapat pengaruh langsung yang signifikan kepuasan nasabah terhadap loyalitas nasabah, 6. terdapat pengaruh mediasi antara kualitas layanan CSO terhadap loyalitas nasabah melalui kepuasan nasabah, 7. terdapat pengaruh mediasi antara citra perusahaan terhadap loyalitas nasabah melalui kepuasan nasabah pada Customer Service PT. Bank Central Asia cabang Kramatjati. Kata kunci : Kualitas Layanan CSO, Citra Perusahaan, Loyalita, Kepuasan Nasabah ABSTRACT This study aims to determine the effect of CSO service quality and corporate image on loyalty with satisfaction as an intervening variable at PT. Bank Central Asia Kramatjati branch. The research method used is the survey method, using a questionnaire as a data collection tool. The target population in this study is the customers of PT. Bank Central Asia Kramatjati branch, the number of samples used in this study were 100 respondents with the Slovin formula. The analytical tool used is SPSS. Based on the results and discussion shows that 1. there is a significant direct effect on the quality of CSO services on customer satisfaction, 2. there is a significant direct effect on the company's image of customer satisfaction, 3. there is a significant direct effect on the quality of CSO services on customer loyalty, 4. there is an influence a significant direct direct image of the company on loyalty, 5. there is a significant direct effect on customer satisfaction on customer loyalty, 6. there is a mediating effect between the quality of CSO services on customer loyalty through customer satisfaction, 7. there is a mediating effect between corporate image on customer loyalty through satisfaction customers at PT. Bank Central Asia Kramatjati branch. Keywords: CSO Service Quality, Corporate Image, Loyalty, Customer Satisfaction

Item Type: Thesis (Skripsi)
Contributors:
ContributionContributorsNIDNEmail
Thesis advisorSumitro, SumitroUNSPECIFIEDUNSPECIFIED
Subjects: Manajemen > Manajemen SDM
Divisions: S1 Manajemen
Depositing User: Ridho Adi Nugroho
Date Deposited: 09 Dec 2021 04:26
Last Modified: 09 Dec 2021 04:31
URI: http://repository.stei.ac.id/id/eprint/6152

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